Category: Amazon Connect

When managing your contact center, call quality has a significant impact on the customer experience. If your agents take calls on Amazon Connect using the softphone over the internet, the audio quality is typically high. However, changes in networking conditions can result in varying audio quality from factors such as increased latency or packet loss.

By capturing and storing real-time call metrics, you can proactively monitor call quality. In this blog, we describe a solution which captures real-time metrics from the Amazon Connect softphone, creates easily understandable dashboards from the metrics, and makes this data searchable for further analysis.

The dashboards give your contact center supervisors and operators insights into the customer experience from both a business and operational lens. They can help you answer questions like how many calls are abnormally short, how many calls experience poor audio quality, and other common operational questions. This allows your business to take actions to improve the customer experience.

Contact centers operate with ever-changing conditions related to interaction volumes, staffing, and the ability to optimize resources to address customer needs. One of the biggest challenges with achieving operational efficiency is knowing how to quickly make routing changes to adapt to emerging customer trends on a case by case basis. Historically, contact center administrators had […]

Contact centers often receive illegitimate phone calls where the caller is pretending to be someone else by using an existing customer’s phone number.  While you might simply fail a check on a web site because you don’t have the right credentials, contact center agents are trained to be polite even when something seems amiss, so […]

In the contact center space, there is often a need for management to invoke a temporary message that is situationally driven. Common use cases could be weather-related closures, fire alarms, or other facility issues. During these incidents contact center management wants to enable customers to hear up to date information on extended wait times and […]

Often, companies choose to record contact center calls for agent compliance, call quality, and training purposes. With Amazon Connect, call recordings are stored into an Amazon S3 bucket, which companies can view later to use for any of the above. However, when an agent handles sensitive customer information it is common practice to not record […]

Amazon Connect enables you to create dynamic, personalized user engagements by integrating your contact center with AWS Lambda to access virtually any backend system, customer relationship management system, or other AWS services. Currently, Amazon Connect allows you to specify AWS Lambda functions in Contact Flows through the user interface. However, Amazon Connect calls the latest […]

Today, Amazon Web Services (AWS) announced the general availability of Contact Lens, machine learning powered contact center analytics for Amazon Connect. Amazon Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at lower cost. With Contact Lens, supervisors and quality assurance managers can easily understand the sentiment, […]

Post call surveys are a useful tool to measure customer experience in a contact center. It helps a business measure Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) as a part of its customer obsession strategy. Surveys also drive customer loyalty by automatically escalating poor experiences to managers and supervisors. This […]

Global emergencies dramatically shift daily routines, forcing companies to react quickly to change the way they support employees and customers. COVID-19 has changed the way we work, including the contact center space. Despite the benefits of cloud contact centers, many organizations don’t have the solutions to support virtual contact centers. This leaves companies maintaining buildings […]

With the growth in smartphone usage, more and more customers are using phones as their primary means of communication. Given people are frequently using apps, customers may prefer to interact with a company via chatting through an app compared to calling customer service. By providing customers with an option to chat directly from an app […]